Improving Patient Experience Through a Mobile Health App

Challenge

A major healthcare organization needed to ensure its mobile and digital tools could meet the high expectations of patients—particularly those undergoing serious treatment. How could digital platforms deliver the same level of empathy, clarity, and support as in-person care? The challenge was twofold:

• Help patients and caregivers navigate critical health information with ease.

• Reduce friction points that caused confusion, frustration, and support costs.
  

Our Approach

1. Shifted Focus to the Patient

The app was initially a technical proof-of-concept showing electronic health record (EHR) data on a mobile screen. We reoriented development to center on patient needs by:

• Conducting qualitative research with real users.

• Mapping pain points around access, navigation, and task completion.

• Simplifying and organizing the interface around patient priorities.
  

2. Defined Success Early

We established clear, measurable goals from the outset:

• Baseline and post-launch user satisfaction surveys.

• Tracking of logins, time spent in the app, and tasks completed.

• Specific targets set for improved usability and engagement.
  

3. Built the Right Team

To go beyond a tech-first approach, we introduced critical roles:

• UX researcher

• UI designer

• Content strategist

We ran collaborative onboarding sessions to align goals and foster strong cross-functional collaboration.

4. Mapped the Patient Journey

Using service blueprinting, we detailed every step of the patient’s experience—on screen and behind the scenes. This exposed key friction points:

• Difficulties reordering medication.

• Challenges setting up or recovering credentials during stressful times.
  

5. Strengthened Data Security

Patient data security is non-negotiable. A review of vendor-built components revealed vulnerabilities, which we resolved ahead of beta testing to meet compliance standards.

6. Reduced Support Costs

A major source of frustration (and cost) was users being unable to retrieve usernames or reset passwords. We redesigned these flows, reducing calls to support significantly.

7. Delivered a World-Class Experience

We partnered with an Apple UX evangelist to design a calming, intuitive visual experience—one that put patients at ease without sacrificing function.

Results

• 54% increase in user satisfaction

• $600,000 reduction in annual support costs
  

What This Means for You

If you're building patient-facing tools, this case demonstrates how a strategic blend of UX research, cross-functional collaboration, and measurable goals can turn a basic digital product into a trusted extension of patient care.